Benchmarks & Client Cases
KAIZEN™ in Shared Services Centres
• Leaders and team members under constant fire-fighting
• Poor team productivity, with a high level of backlog
• Low cash flow availability, with high levels of overdue customers’ debt
• Lack of productivity, quality and service level indicators follow-up
• Communication difficulties between teams
• Processes with manual tasks and long Lead Times
• Problem solving through traditional "trial and error"
• Lead Time reduction in the billing process to reduce overdue debt
• Team meetings focused on deviations analysis and KPI improvement
• Restructured workplaces to increase team productivity
• Redesign of the ticket resolution process, with SLA improvement
This project generated $715k/year and +$1.7M of free cash flow
Productivity in invoice processing improved by 57%
% SLA Compliance
Increase of 24% in SLA compliance
Overdue debt decreased by 21%.
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